Senior Customer Success Manager, Coursera
CA$124.3-155k
More information about location
Online learning platform
Job no longer available
Online learning platform
1001+ employees
Job no longer available
CA$124.3-155k
More information about location
1001+ employees
Company mission
To provide life-transforming learning experiences to learners around the world.
Role
Who you are
- 7+ years in a customer-facing role: account management/sales/customer success experience/implementation
- Experience in driving customer retention results, customer health metrics, and driving value
- Experience increasing utilization and executive engagement metrics within assigned accounts
- Experience in facilitating technical knowledge and resolutions
Desirable
- Experience with data-heavy applications, including Excel/Sheets and Looker
- Experience working in a fast-paced, start-up-like environment
- Ability to articulate the power of education and learning to influence key business decision-makers
- Strong sense of customer empathy and customer-centrism; to convert relationships and value into advocacy
- Entrepreneurial drive and ability to work autonomously in fast-moving, quickly changing environments
- Excellent interpersonal, communication, and presentation skills with a strong ability for problem-solving and analytical thinking to translate data into action
What the job involves
- As a Customer Success Manager, your role is to ensure the success of our customers by serving as a trusted advisor and guiding them towards their desired outcomes
- Your effectiveness will be measured by your ability to drive account value through effectively driving product usage, managing customer relationships, and helping customers articulate business value tied to learning on the Coursera platform
- Operating in a cross-functional capacity, you can anticipate collaborating with teams across Sales, Marketing, Content Strategy, Product, and Learner Operations, all working cohesively towards the shared goals of Coursera's growth and long-term success
- Together, we are redefining how individuals acquire knowledge and skills, and we invite you to be a driving force as we transform lives through learning
- Own strategic relationships with assigned customer accounts through a combination of remote & on-site engagements
- Help customers drive high utilization of the Coursera platform by conducting regular cadence meetings with admins, sharing best practices, and executing a turnaround plan when customer usage is low
- Ensure customers see value from Coursera via executive business reviews, executive sponsor meetings, and ROI articulation
- Share accountability with the Sales team for ensuring customer retention and expansion
- Serve as the primary “voice of the customer” and point of escalation when customer issues arise, working in partnership with Support and Implementation to troubleshoot and ensure quick resolution
- Travel is expected to be 25%
Our take
Coursera was founded by Daphne Koller and Andrew Ng in 2012 with a vision of providing life-transforming learning experiences to learners around the world. It partners with universities and other educational institutions to deliver online courses to 40 million students, covering subjects like technology, business, science, and even autonomous cars.
Coursera sees itself as helping people get ready for the next wave of technological advancement. It is preparing individuals, companies, and governments to meet that challenge head-on and turn this disruption into opportunity. To help achieve this, it also has specific product offerings for the corporate market, as well as for governments and nonprofits.
The model of online courses that anyone can attend is very scalable, making Coursera appealing to investors, especially when the online education market is expected to be worth $20bn+ by 2023. Further, it received B Corp certification in February 2021, propelling its efforts to reduce barriers to high quality education.
Steph
Company Specialist at Welcome to the Jungle
Insights
30% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jul 2020
$130m
SERIES F
Apr 2019
$103m
SERIES E
Total funding: $443.1m
Company benefits
- Coursera covers the cost of tuition so you can earn a free master’s degree and develop new skills. That’s on top of free, lifelong access to courses and certificates on the platform
- We offer medical, dental, and vision insurance for you and your dependents. Plus, free access to counseling and mental health services
- Get up to 16 weeks of fully-paid parental leave when you grow your family and bring a new child into your life
- We host Make-a-thon events twice a year to promote community and innovation. During Make-a-thon, you’ll dedicate time to attend workshops, work on passion projects, and pursue ideas outside of your day-to-day work
- Take paid time off when you need it. We have time off policies that promote flexibility so you can tailor your work schedule when life calls
- Our flexibility extends to where you work. You can choose to work from home, work from one of our offices, or try a combination of the two
- Employees earn company stock, so you can own what we build together and share in our success
Company HQ
Mountain View, CA
Leadership
Andrew Ng
(Co-Founder & Chairman)CEO of Landing AI (helping companies adopt AI). Also a Professor of Computer Science at Stanford.
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